Privacy Policy

1. United States Only

Our services are intended for users located in the United States. If you access or use the services from outside the United States, you do so at your own risk and are responsible for complying with local laws.

By using the services, you consent to the collection, processing, storage, and transfer of information in the United States.

2. Information We Collect

We collect information in several ways, including information you provide directly, information collected automatically, and information received from veterinary professionals, clinics, service providers, and other third parties.

A. Information You Provide

We may collect information you provide when you create an account, use our services, contact us, communicate through the platform, request appointments, complete forms, or interact with our tools.

This may include:

Account Information

Name, email address, phone number, mailing address, account credentials, authentication information, and other information used to create, verify, or manage your account.

Pet Information

Pet name, species, breed, age, weight, sex, reproductive status, photos, microchip information, rabies tag information, vaccination records, medications, allergies, symptoms, health history, behavior notes, diet information, wellness information, and any other pet information you choose to provide.

Product Scan and Pet Care Interaction Information

Food scans, treat scans, supplement scans, product label scans, ingredient scans, toxicity checks, safety checks, product questions, search activity, scan results, product categories, pet care preferences, and other information you submit or generate when using product, food, treat, wellness, or safety related tools.

Appointment and Scheduling Information

Appointment requests, appointment confirmations, appointment dates and times, selected provider, appointment type, appointment reason, appointment status, consultation history, and related scheduling details.

Telehealth and Communication Information

Messages, chat content, video consultation details, call details, intake forms, visit summaries, discharge instructions, treatment plans, prescription related information, and other communications exchanged through the services.

If audio, video, or session recordings are enabled in the future, we will provide notice and obtain consent where required by law.

AI Tool Inputs

Information, notes, images, pet symptoms, food labels, product labels, questions, or other content you submit to PawScan, Pawla Chat, food scanning tools, symptom tools, toxicity tools, or other automated or AI powered features.

Payment and Subscription Information

Subscription status, purchase confirmations, transaction history, billing related information, and payment status. We do not store full payment card numbers. Payments are processed by third party payment processors, app stores, or billing providers.

Clinic and Professional User Information

For veterinarians, clinic staff, or other professional users of Vetly, we may collect name, email address, phone number, role, clinic affiliation, account permissions, login activity, professional information, scheduling preferences, and other information needed to operate the Vetly platform.

Support and Feedback

Messages you send to us, support tickets, feedback, reviews, survey responses, bug reports, and other communications with our team.

B. Information Collected Automatically

When you use our services, we and our service providers may automatically collect certain information, including:

Device and App Information

Device identifiers, device type, operating system, browser type, app version, language settings, mobile carrier, IP address, and related technical information.

Usage Information

Pages or screens viewed, features used, clicks, session duration, navigation paths, appointment activity, scan activity, log data, and interactions with the services.

Diagnostics and Performance Information

Crash logs, error reports, load times, performance data, and troubleshooting information.

Location Information

Approximate location derived from IP address. If you enable location permissions, we may collect precise location information to support location based features.

Cookies, SDKs, and Similar Technologies

We may use cookies, pixels, software development kits, analytics tools, and similar technologies to operate the services, remember preferences, authenticate users, improve performance, analyze usage, prevent fraud, and improve security.

C. Information From Providers and Third Parties

We may receive information from third parties, including:

• Veterinary providers, clinics, hospitals, pharmacies, laboratories, and other care related third parties.
• Authentication providers, such as Google or Apple, if you use third party sign in.
• Payment processors, app stores, and subscription platforms.
• Telehealth, messaging, hosting, analytics, database, storage, and customer support vendors.
• Other users, clinics, or authorized account administrators who invite you to use the services.

3. How We Use Information

We may use information to:

• Provide, operate, maintain, and improve the services.
• Create, verify, and manage user accounts.
• Create and manage pet profiles.
• Facilitate appointment requests, scheduling, confirmations, reminders, updates, and related communications.
• Facilitate communication between pet owners, veterinary providers, clinics, and authorized staff.
• Provide telehealth, chat, and care coordination features where available.
• Provide AI powered informational features, including PawScan, Pawla Chat, food scanning, symptom information, toxicity information, product safety information, and related tools.
• Store, organize, and display pet health records, visit summaries, discharge instructions, treatment plans, and related documents.
• Process payments, manage subscriptions, and confirm purchases through third party providers.
• Send service related messages, including email, in app notifications, push notifications, and SMS messages.
• Provide customer support, troubleshooting, account assistance, and security notifications.
• Monitor, analyze, and improve usage, performance, reliability, and user experience.
• Understand product scan trends, food scan trends, treat scan trends, symptom trends, appointment trends, telehealth demand, and other pet care usage patterns.
• Detect, prevent, and respond to fraud, abuse, security incidents, technical issues, and unlawful activity.
• Develop new products, features, services, analytics, reports, insights, artificial intelligence tools, and internal business insights.
• Create, use, disclose, license, sell, or otherwise commercialize de-identified, anonymized, or aggregated information as described in this Privacy Policy.
• Comply with legal obligations, enforce our Terms of Service, resolve disputes, and protect our rights and the rights of others.

4. AI Features

Some services may include automated or AI powered tools, including PawScan, Pawla Chat, food scanning, symptom information tools, toxicity tools, product safety tools, and related features.

AI outputs may be inaccurate, incomplete, outdated, or inappropriate for your specific pet. AI features are informational only and do not provide veterinary diagnosis, treatment, prescriptions, or emergency care.

You should not rely on AI outputs as the sole basis for medical decisions. Always consult a licensed veterinarian for pet health concerns.

We may use de-identified or aggregated information to improve AI features, product performance, safety, and user experience.

We do not use SMS opt-in data or SMS consent information to train artificial intelligence models or for third party marketing.

5. SMS Messaging Privacy

PawMD, Vetly, and Vetly LLC may collect your mobile phone number when you create an account, book an appointment, request a veterinary consultation, join a clinic account, receive an invitation to a clinic account, or otherwise opt in to receive SMS notifications.

We use mobile phone numbers to send transactional SMS messages related to our services. These messages may include appointment requests, appointment confirmations, appointment reminders, appointment updates, client message alerts, account alerts, clinic workflow notifications, and other service related notifications.

Message frequency varies based on your use of the services. Message and data rates may apply.

You may opt out of SMS messages at any time by replying STOP to any SMS message. You may reply HELP for help.

Mobile opt-in data and SMS consent will not be shared, sold, rented, licensed, or disclosed to third parties or affiliates for their marketing or promotional purposes.

We may share mobile information with service providers only as necessary to deliver SMS messaging services, operate the services, comply with law, prevent fraud or abuse, or protect the rights, safety, and security of PawMD, Vetly, Vetly LLC, our users, providers, and others.

6. How We Disclose Information

We may disclose information in the following ways.

A. Service Providers

We may disclose information to vendors, contractors, processors, and service providers that help us operate the services. These may include hosting providers, database providers, payment processors, analytics providers, customer support providers, communication providers, SMS vendors, telehealth vendors, security providers, and other technology partners.

These service providers are authorized to use information only as needed to provide services to us or as otherwise permitted by law.

B. Veterinary Providers and Clinics

If you choose to connect with a veterinary provider, clinic, hospital, or other care related third party through the services, we may disclose information necessary to facilitate scheduling, telehealth, care coordination, record sharing, prescription workflows, discharge instructions, client communication, or other service related purposes.

C. Clinic Account Administrators

If you use Vetly as part of a clinic, employer, or professional account, account administrators may have access to information related to your account, role, permissions, messages, schedules, and use of the platform.

D. Payment Processors and App Stores

We may disclose payment related information to payment processors, app stores, subscription platforms, and billing providers to process payments, manage subscriptions, confirm purchases, and prevent fraud.

E. Pharmacies, Laboratories, and Care Related Partners

If you use features involving prescriptions, medication workflows, laboratory services, fulfillment, or related care coordination, we may disclose information necessary to support those services. This may include pet, owner, appointment, prescription, medication, shipping, or fulfillment information as needed to provide the service you requested.

F. De-Identified, Anonymized, or Aggregated Information

We may disclose, license, sell, or otherwise commercialize de-identified, anonymized, or aggregated information that does not reasonably identify an individual user, household, clinic client, veterinary professional, or specific pet.

This may include de-identified or aggregated information about pet profiles, species, breed categories, age ranges, weight ranges, product scans, food scans, treat scans, symptom categories, appointment reasons, medication categories, telehealth usage trends, care patterns, and other general pet health, product, or service trends.

G. Legal, Safety, and Security

We may disclose information if we believe disclosure is necessary to comply with law, respond to legal requests, enforce our Terms of Service, protect rights, protect safety, protect security, investigate fraud, prevent abuse, or respond to an emergency.

H. Business Transfers

We may disclose or transfer information in connection with a merger, acquisition, financing, reorganization, bankruptcy, sale of assets, due diligence process, or other business transaction.

I. With Your Direction or Consent

We may disclose information when you direct us to do so, authorize us to do so, or otherwise consent.

7. De-Identified, Aggregated, and Commercial Insights

We may create, use, disclose, license, sell, or otherwise commercialize de-identified, anonymized, or aggregated information derived from use of the services.

This may include de-identified or aggregated information about pet profiles, species, breed categories, age ranges, weight ranges, product scans, food scans, treat scans, supplement scans, ingredient scans, symptom categories, appointment reasons, medication categories, telehealth usage trends, care patterns, platform usage, and other general pet health, product, or service trends.

We may use de-identified or aggregated information for analytics, research, artificial intelligence improvement, product development, business planning, benchmarking, industry reports, market research, partnerships, commercial insights, and other lawful purposes.

We do not sell information that directly identifies an individual user, household, clinic client, veterinary professional, or specific pet as part of these commercial insights.

We do not sell names, email addresses, phone numbers, payment information, precise addresses, SMS opt-in data, SMS consent data, private messages, full medical records, individual prescription records, or individual veterinary records as part of these commercial insights.

We take reasonable measures designed to prevent de-identified information from being associated with a particular user, household, clinic client, veterinary professional, or specific pet.

We do not attempt to re-identify de-identified information, except where permitted by law for security, compliance, testing, or validation of de-identification processes.

We require recipients of de-identified information to agree not to attempt to re-identify the information.

8. Cookies, SDKs, and Similar Technologies

We and our service providers may use cookies, pixels, SDKs, local storage, and similar technologies to:

• Authenticate users.
• Remember preferences.
• Operate app and website features.
• Analyze usage and performance.
• Improve security.
• Prevent fraud.
• Improve products and services.
• Measure the effectiveness of our services.
• Support analytics, reporting, and de-identified or aggregated insights.

You may be able to control certain technologies through browser settings, device settings, app permissions, or in app preferences. Some features may not work properly if these technologies are disabled.

9. App Permissions

Our mobile application may request access to certain device permissions, including:

• Camera, for pet photos, PawScan images, food scanning, product scanning, document uploads, and telehealth features.
• Photo library, for uploading existing photos, records, labels, product images, or documents.
• Microphone, for telehealth audio or other communication features.
• Location, for location based services where available.
• Notifications, for appointment reminders, account alerts, and service updates.

You can control app permissions through your device settings. If you deny or disable permissions, some features may not function properly.

10. App Store Tracking and App Tracking Transparency

Apple and other app platforms may require disclosures about data collection and tracking.

If we engage in tracking as defined by applicable app store rules, we will request permission where required. If you do not grant permission, we will not use app data for tracking as defined by those rules.

We may use de-identified or aggregated information for analytics, product improvement, commercial insights, and market research as described in this Privacy Policy.

Your app store privacy disclosures may separately describe the categories of data collected, whether data is linked to you, whether data is used to track you, and whether data is shared with third parties.

11. Data Linked to You and Data Not Linked to You

Some information may be linked to your identity, such as account information, phone number, email address, pet profiles, appointments, messages, payment status, and certain product or service interactions.

Other information may be processed in a way that is not linked to your identity, such as aggregated analytics, de-identified usage trends, anonymized performance data, or aggregated commercial insights.

We use de-identification and aggregation where appropriate.

Information that has been de-identified or aggregated is not intended to identify a specific user, household, clinic client, veterinary professional, or pet.

12. Security

We use reasonable administrative, technical, and physical safeguards designed to protect information.

However, no method of transmission, storage, or security is completely secure. We cannot guarantee absolute security.

You are responsible for maintaining the confidentiality of your account credentials. If you believe your account has been compromised, contact us immediately.

13. Data Retention

We retain information for as long as reasonably necessary to provide the services, operate our business, comply with legal obligations, resolve disputes, enforce agreements, maintain security, prevent fraud, and support legitimate business purposes.

If you request deletion, we will take reasonable steps to delete or de-identify information, subject to legal, security, operational, backup, provider record, and compliance requirements.

Some information may be retained where required by law, necessary for dispute resolution, necessary for safety or security, or needed to complete a transaction or provide a service you requested.

We may retain de-identified or aggregated information for analytics, research, product improvement, artificial intelligence improvement, benchmarking, commercial insights, and other lawful business purposes.

14. Your Choices and Controls

A. Account Information

You may be able to review and update certain account information through the app or platform.

B. Device Permissions

You can control camera, photo library, microphone, location, and notification permissions through your device settings.

C. Marketing Emails

You may opt out of marketing emails by using the unsubscribe link in the email or by contacting us at pawmd@myvetly.com.

Even if you opt out of marketing emails, we may still send administrative, transactional, account related, or service related messages.

D. SMS Messages

You may opt out of SMS messages at any time by replying STOP. You may reply HELP for help.

Opting out of SMS messages may affect your ability to receive appointment reminders, appointment updates, client message alerts, or other time sensitive service notifications by text.

E. Push Notifications

You may disable push notifications through your device settings. If you disable push notifications, some service alerts may not be delivered through push notification.

F. Access, Correction, and Deletion Requests

You may request access to, correction of, or deletion of certain information by emailing pawmd@myvetly.com.

We may need to verify your identity before completing your request.

Deletion requests may not apply to information we are legally required or permitted to retain, information needed for security or fraud prevention, information needed to complete a transaction, veterinary provider records maintained by independent providers, or information that has already been de-identified or aggregated.

15. Children's Privacy

The services are not directed to children under 13. We do not knowingly collect personal information from children under 13.

If we learn that we have collected personal information from a child under 13 without appropriate consent, we will take reasonable steps to delete it.

16. State Privacy Rights

Depending on where you live, you may have additional rights under applicable state privacy laws. These rights may include the right to request access, correction, deletion, portability, information about certain disclosures, or the ability to opt out of certain uses of personal information.

To submit a request, contact us at pawmd@myvetly.com.

We may need to verify your identity before processing your request.

We do not currently respond to browser “Do Not Track” signals.

We do not sell SMS opt-in data, SMS consent data, private messages, full medical records, individual prescription records, or individual veterinary records for third party marketing.

We may disclose, license, sell, or otherwise commercialize de-identified, anonymized, or aggregated information as described in this Privacy Policy.

17. HIPAA and Veterinary Records

The services relate to pet health, veterinary care, and veterinary records. Veterinary records and pet health information are generally not subject to HIPAA because HIPAA applies to certain human health information.

Veterinary providers, clinics, hospitals, pharmacies, and other third parties may have their own confidentiality obligations, legal requirements, professional duties, and privacy practices.

This Privacy Policy describes Vetly LLC's privacy practices for information processed through PawMD, Vetly, and our services. It does not replace or control the privacy practices of independent veterinary providers or third party services.

18. Community Features and Public Content

If the services include community areas, reviews, comments, forums, public profiles, or similar features, information you post may be visible to others.

Do not post sensitive personal information, private pet health information, financial information, or confidential information in public areas.

We are not responsible for how other users may use information you choose to make public.

19. Third Party Links and Services

The services may contain links to third party websites, applications, providers, pharmacies, laboratories, payment processors, app stores, telehealth vendors, or other services.

We are not responsible for the privacy practices, policies, content, or security of third parties.

You should review the privacy policies and terms of any third party services before providing information to them.

20. Changes to This Privacy Policy

We may update this Privacy Policy from time to time.

When we make changes, we will post the revised Privacy Policy through the services and update the “Last Revised” date.

Your continued use of the services after changes are posted means you accept the updated Privacy Policy.

If we make material changes to how we collect, use, disclose, or commercialize information, we may provide additional notice where required by law.

21. Contact Us

If you have questions, requests, or concerns about this Privacy Policy or our privacy practices, contact us at:

Vetly LLC

PawMD Privacy Office

Email: pawmd@myvetly.com

Mailing Location: Pinellas Park, Florida, USA